Its costly to lose a customer :-(. Review on d2h

My take on videocon d2h.

I have been using videocon d2h for more than 5 years and have seen how the service degraded over these years. Initially I had good experiences where issues were resolved quickly and satisfactorily. These days, it looks like they have to work hard to retain customers(not on pricing side though)

This review is with reference to WOID 42419470, complaint no. 385391045(WOID 42475670), complaint no. 385643762 and 385644335 and the problem is stated below

One day, I started to get channel B where channel A was supposed to come. Apart from this channel mismatch, few channels were missing too. As usual, called the customer care and requested  for a technician to check the issue. A day later, a technician came and replaced the LNB for the dish and charged Rs. 320. I requested for a receipt, however, he informed that as he dont have the receipt book at the moment, he can provide it the next day. So far fine, because if you are a videocon d2h customer, you know they wont always provide a receipt and this was confirmed during a call to customer care that their technicians update the charged amount with them, so a receipt is not necessary. If thats their policy, well and good, but what happens if something goes wrong?

As it turned out, the issue was not with LNB, because a couple of hours after the technician left, the same channel mismatch happened. I called customer care to lodge a complaint to the next level and a supervisor attended the call and assured that its fine if there is no receipt they should be having the details in their server. However, when they checked the records I got an astonishing message "Customer didn't respond to the calls". So what it means, is that nobody came to the site and repaired nothing and therefore no money transaction happened.

Now, a company of this size and reach may have few technicians who are not trustworthy. In that case, isn't it then wise for them to have a procedure to stop these practices? How did the staff replace an LNB without their knowledge? Does the company don't have any records of such items? Shouldn't they make it an important point to ensure receipts are kept with technicians when they are sent for issue resolution and those are provided to the customer as well?

Now, since I have reported this to them, I expected them to resolve it as quickly as possible. As I escalated the issue, they promised to resolve within 8 working hours which have already passed without anyone visiting the premises. I have once again raised a complaint and lets see how they are going to guarantee that their customer is the happiest of all